20110905-Bain-Field_service_Reenergizing_a_hidden_asset_4页_365kb

Field Service Optimization in Utilities

Utilities often face challenges with field service operations, including low productivity, high costs due to factors like aging infrastructure and customer demands, poor data quality, and resistance to change from unionized workers. A comprehensive solution involves a holistic diagnostic approach to measure efficiency in areas like job volume, crew utilization, work rate, hourly costs, and overhead.

Key strategies include:

• Developing a strong performance culture with clear metrics, incentives, and accountability.
• Implementing integrated solutions for planning and dispatch, incorporating field input to avoid top-down failures.
• Addressing skill gaps and operational differences through targeted improvements.

Successful implementation can lead to substantial cost savings, productivity gains, improved customer satisfaction, and better overall business outcomes.

Main Benefits:

• Full potential achievement with time and money efficiency.
• Enhanced service quality, safety, and employee satisfaction.